Police departments are not often regarded as welcoming places. In fact, the most common things people hear are that police departments are unwelcoming, unsympathetic, and a place people dread having to visit.
In my nearly 22 years as a police officer, I’ve observed that most people who come to the police department need help and are usually not having the best day. This initial encounter shapes their perception of the department and, ultimately, their overall experience.
Reimagining the police lobby
The City of Seaside is a small community of about 35,000 people on the central coast of California. The Seaside Police Department, with just over 50 employees, took an unusual step in March 2024 after connecting with Denise Huskins and Aaron Quinn. This couple made national headlines after being falsely accused of staging a hoax ransom in 2015. Ultimately, they were exonerated, and everything they initially told police turned out to be true.
Denise and Aaron agreed to speak to a group of about 300 law enforcement officials from across California during their first public engagement with a law enforcement audience. During their talk, they shared the horrors of their ordeal, including a home invasion, kidnapping, ransom, sexual assault and false imprisonment. However, what struck a chord with our department was their description of how unpleasant and negative the police department environment had felt to them.
Aaron shared a brief but powerful comment during their talk: he wished there had been a water feature or picture to look at, something to distract him from all he was enduring. His words sparked an important conversation among our staff. Were we contributing to the negativity through our department’s environment? Located in the basement of City Hall, our dark and gloomy space didn’t exactly radiate warmth or safety.
A small change with big results
Around the same time as this realization, we had a “regular” visitor to our department — a man who often came in irritated, impatient, and demanding to speak to an officer. On this particular day, all patrol officers were in the field, tied up on calls, leaving our records staff to apologize repeatedly for the delay. When an officer finally arrived, the encounter was predictably negative, with the man venting his frustrations before storming off.
As staff reflected on this interaction, someone suggested adding soft music in the lobby to help create a calming atmosphere. The very next day, we bought a sound box and began playing spa-like music in the lobby. The results were immediate: people waiting became calmer, more patient and less prone to agitation. It was a small, inexpensive change, but it had a noticeable impact.
Inspired by this success, we thought back to Aaron’s suggestion of a water feature. What if we added one — a large, eye-catching piece that would captivate visitors and enhance the calming atmosphere?
From gloom to Zen
A few weeks later, we installed a large water feature in our lobby. The effect was instant. Visitors were soothed by the sound of running water, and many began complimenting the unique addition. It wasn’t just the public who benefited — our staff, working behind the glass, also enjoyed the calming influence of the water feature and soft music.
Encouraged by these results, we decided to take things further. On their own time, staff members transformed the lobby into a Zen-like oasis, adding wood paneling, soft-colored paint, bamboo plants, eucalyptus and lavender essential oils, a cozy area rug and a salt lamp. The result was remarkable. Our once-dark and uninviting space now radiated warmth and calm, creating a welcoming environment for both visitors and staff.
Positive feedback from the community and beyond
The transformation didn’t go unnoticed. One visitor, clearly upset by an issue, calmed down so much while waiting that he dozed off for several minutes. Others, who might have been irritated or impatient, left with a much better disposition than we had ever seen before.
Word spread quickly. Members of the community began attending City Council meetings to praise the department for thinking outside the box. Even residents from other cities visited to see the changes for themselves. While neighboring police departments poked fun — asking if we were offering massages or cucumber water — the impact was undeniable. Officers from other agencies started dropping by to take a peek at what we had done.
Creating a culture of care
The initiative highlighted a critical issue: why do so many police departments overlook the importance of their lobbies? These spaces are where victims of crime often come for help, yet they are frequently cold, outdated and unwelcoming. Instead of offering comfort, many lobbies feature nothing more than a wall of historic badges and a few stained chairs.
This transformation was about more than aesthetics — it was about challenging the culture of “this is how we’ve always done it.” By stepping outside the norm, we were able to create a space that benefits everyone, from visitors to staff. The positive feedback has inspired our team to continue finding creative ways to improve the department’s environment.
The changes at the Seaside Police Department have sent a powerful message to our community: we care about your experience with us. We understand that visiting the police department is often stressful, and we want to make it a little easier for you.
What’s next for us? Perhaps cucumber water! For now, our Zen-like lobby is proof that small, thoughtful changes can make a big difference in building trust and positivity between law enforcement and the public.
